Call Center Manager - West Sacramento, CA (Hybrid)

Gainwell Technologies LLC•West Sacramento, CA

2d•$81,000 - $115,700•Hybrid

About The Position

Gainwell Technologies is seeking an experienced Call Center Manager to lead customer service operations supporting California's Medi-Cal program. In this role, you will provide leadership to a team of supervisors and customer service representatives, ensuring exceptional service delivery while meeting performance, quality, compliance, and operational goals. If you're passionate about developing high-performing teams and delivering outstanding customer experiences in a fast-paced contact center environment, we'd love to hear from you.

Requirements

At least 5 years of leadership experience managing supervisors or customer service teams in a high-volume call center or customer contact center environment.
Experience managing operational metrics, including service levels, quality, productivity, customer satisfaction, and workforce performance.
Strong leadership, coaching, communication, and performance management skills.
Proficiency with Microsoft Office and experience using workforce management, CRM, or contact center technologies.
Must reside in the Greater Sacramento area.

Nice To Haves

Healthcare, Medi-Cal, Medicaid, Medicare, or managed care experience is strongly preferred.

Responsibilities

Lead the daily operations of a high-volume customer contact center supporting California's Medi-Cal members and providers.
Coach, develop, and support supervisors and frontline leaders to achieve service level, quality, productivity, and customer satisfaction goals.
Monitor operational performance using key performance indicators (KPIs), workforce metrics, and quality results to identify opportunities for continuous improvement.
Partner with cross-functional teams to implement process improvements, support business initiatives, and ensure compliance with client and regulatory requirements.
Foster a culture of accountability, collaboration, and employee engagement while delivering an exceptional customer experience.